Dstv spin a wheel competition

Last month dstv was running a spin a wheel competition and I won a free upgrade. I could not claim it and immediately I send them the message on their Facebook page and they said they are aware of that error and they are busy with it till today. I asked them that they may give me another gift amounting to my prize but they insist that they are busy with it. 2 weeks back I again made an enquiry and was told that it will automatically upgrade after my next payment of which it was on the 20th but nothing happened. Yesterday I asked them and to my surprise they no longer know about my query and I send them the previous messages we shared and the pictures of the error message and now they cannot read the pictures. I am fed up